Resource Planning / Capacity Planning Manager

Duties will include but not be limited to:


Workforce Management:
Develop and implement workforce planning strategies to ensure the right number of staff with the necessary skills are available to meet customer demand.


Capacity Planning:
Collaborate with sales, project management, marketing, and customer support teams to understand upcoming projects, promotions, and anticipated increases in customer interactions and allocate resources accordingly.


Scheduling and Allocation:
Develop and manage employee schedules to optimize coverage during peak demand periods while maintaining cost efficiency.


Performance Analysis:
Monitor and analyse key performance indicators (KPIs) related to resource planning, such as service levels, response times, and customer satisfaction.


Collaboration:
Work closely with the Operations and Project Delivery Directors, and HR to identify gaps and assist in the hiring process.


Continuous Improvement:
Implement and refine resource planning processes to adapt to changing business needs and industry trends.


Technology Utilization:
Leverage workforce management tools and software to automate processes, enhance forecasting accuracy, and streamline scheduling.


Risk Management:
Identify potential risks and challenges related to resource planning and propose mitigation strategies.


Requirements:

Bachelor's degree in business administration, finance, operations management, or a related field.
7+ years of experience in resource planning, capacity planning, or project management, preferably in a dynamic and fast-paced service desk environment.
Experience with managing a distributed global team.
IT / software industry experience required.
Experience / knowledge of DevOps.
A working knowledge of WFM platforms, ideally Calabrio.
An understanding of different CC, UC and/or network technologies.
Passion for customer and employee experience.
Self-motivated team player with excellent interpersonal skills.

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